Refund policy

Return Request, Exchanges, and Refund Processing

All return or exchange requests must be initiated within 14 days of receiving your order through the Returns Portal available on our website. By entering your order number and the required details, you will be able to request your return label if your order is eligible.

If an item is damaged or defective, this must be reported within the first 14 days of receiving your order through our mail customercare@palomospain.com. Claims reported after this period will not be eligible for return or exchange.

Once your return has been authorized through the portal, the items must be shipped back within 7 days of approval. If the items are not sent within this timeframe, the return or exchange may no longer be eligible.

Once received, all returned items will be inspected by our warehouse team to verify their condition. Refunds will be processed within 15 business days from the date we receive and approve the returned items. Exchanges are subject to stock availability at the time of processing.

Returns for Archive Sale and Special Promotions

Items marked as Final Sale cannot be returned or exchanged, except in cases of manufacturing defects. If a defect is confirmed, we will offer an exchange if the same item is available. If the item is no longer in stock, a refund will be issued.

Returns for Eyewear Products

Eyewear products are non-returnable, except in cases of manufacturing defects or damage during transit. Eligible cases will be handled via a coupon code for future purchases.

Return Shipping Costs

Unless the item is faulty, return shipping costs are the customer’s responsibility. For orders returned from Spain, the cost is 6.5 €, from Europe it is 10 €, and for international returns it is 15 €. When sending the package back to our warehouse, please mark it as "RETURN".

Import Fees and Taxes

Customers are also responsible for any customs duties, import taxes, or additional charges that may apply when returning an item from outside the European Union. If a return incurs unpaid customs fees or import charges, these amounts will be deducted from the final refund.

Liability and Refused Shipments

If a shipment is refused, you are responsible for the original shipping costs and any associated return shipping fees. Refunds will be reduced by these amounts.

Customer Support

For any questions about your order, returns, or exchanges, contact us at customercare@palomospain.com.